---
schema_version: "1"
id: 68edd6a2368bc01ac9f5475d581b3283d9734fb06941786ac070339f58ee7c6b
title: Escalate Issues from the Shopper Agent to a Representative (Optional)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/cc/264-0-0/b2c_shopper_agent_service_escalation.md
canonical_url: https://help.salesforce.com/s/articleView?id=cc.b2c_shopper_agent_service_escalation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e53821efb1ceb60d7062a4317ffaabf196e6a1f01301ed2bd88d45d7c22662dd
description: When a shopper has an issue that the agent can't resolve, the agent can pass the conversation to a service representative. Configure presence statuses, Omni-Channel flows, and the escalation subagent so that the handoff keeps the conversation and its context intact.
products:
  - Commerce
  - B2C Commerce
release: "264"
---
# Escalate Issues from the Shopper Agent to a Representative (Optional)

When a shopper has an issue that the agent can't resolve, the agent can pass the conversation to a service representative. Configure presence statuses, Omni-Channel flows, and the escalation subagent so that the handoff keeps the conversation and its context intact.

Complete these prerequisites.

- Run the Shopper Agent setup, which creates the routing configuration, the fallback queue, and the inbound Omni-Channel routing flow.
- Confirm that Omni-Channel routing is active in your org.
- Identify the service representatives or the queue that handles escalated shopper conversations.

The inbound flow routes new conversations to the Shopper Agent. When the agent escalates, an outbound flow routes the same session to a queue of service representatives.

1. In your Salesforce org, at the top of the page, click ![Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-cc-b2c_merchandiser_administrator-264-0-0-production-enus/ea76f372-6cfa-42a6-8e7c-05c6df7abed8/cc/b2c_merchandiser_administrator/images/setup_icon_no_border.png) and select **Setup**.
2. Create the presence statuses that your service representatives use for messaging.
    1. In the Quick Find box, enter and select **Presence Statuses**.
    2. Create an online status, and assign the messaging channel to it.
    3. Assign the status to the profiles or permission sets of the representatives who handle escalated conversations.
3. Create a queue for escalated shopper conversations.
    1. In the Quick Find box, enter and select **Queues**.
    2. For Routing Configuration, select the routing configuration for your messaging channel.
    3. For Supported Objects, select **Messaging Session**.
    4. Add your service representatives as queue members.
4. Confirm that the inbound Omni-Channel flow routes new conversations to the Shopper Agent.
    
    1. In the Quick Find box, enter and select **Flows**.
    2. Open the inbound flow.
    3. Confirm that it's active. and that its **Route Work** element targets the agent.
    
    By default, the agent uses the inbound flow to route escalations. To change this routing, create an outbound flow.
5. Create an outbound Omni-Channel flow that routes escalated conversations to your queue.
    1. In the Quick Find box, enter and select **Flows**.
    2. Click **New**, and select the Omni-Channel Flow template.
    3. Name the flow, for example, Escalate to a Representative.
    4. Add a **Route Work** element, and set the Record ID Variable to the messaging service channel, and the Route to variable to the escalation queue.
    5. Save and activate the flow.
6. Connect the flow to your messaging channel as the escalation destination.
    
    In the Quick Find box, enter and select **Messaging Settings**, open your channel, and select the outbound flow for routing escalated conversations.
7. Add the escalation subagent to your Shopper Agent.
    1. From App Launcher, select **Agentforce Studio**, and select the Shopper Agent you want to modify.
    2. View the Escalation subagent, and confirm that the action points to your outbound flow.
    3. Save and activate the new agent version.

When the Shopper Agent can't resolve a shopper's request, it transfers the conversation to an available service representative in your escalation queue.

Test the handoff from your storefront. See [Test Your B2C Commerce Shopper Agent](https://help.salesforce.com/s/articleView?id=cc.b2c_shopping_agent_test_agent.htm&release=264.0.0&type=5 "Test your B2C Shopper Agent to make sure that it's configured correctly before you activate it. In Agentforce Builder, preview a typical shopper interaction, so you can review details of the agent's interactions and processes.").

#### See Also

- [Set Up Routing for Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&language=en_US)
- [Create Presence Statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&language=en_US)
- [Transfer Conversations from an Agent with an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&language=en_US)